Our client is a Logistics and Supply Chain Services Provider based in Luxembourg with an international footprint. We are delighted to share our exclusive assignment to recruit a Senior Service Desk Agent for their internal Service Desk team. This position requires availability for a shift-based working schedule (days, nights and weekends).
As Senior Service Desk Agent, you will be responsible for:
- Providing quality IT support to internal and external end-users in Luxembourg and abroad;
- Assisting with issues related to Azure Active Directory, Exchange, Office 365, installing & deploying over 200 applications, workstations and change requests;
- Lead the help desk team and support the Manager;
- Following up with end-users on tickets opened through ServiceNow to make sure they are resolved;
- Documentation of incidents and updating the internal knowledge base;
- Screening, categorizing and prioritizing support mailbox for dispatching and coordinating with other support teams within SLA’s;
- Participating in IT projects under the supervision of the IT or Project Manager;
- Performing administrative tasks from the client and server side of the inventory tool;
- Reporting to the Service Desk Manager and providing monthly reports;
- Provide activity analysis information and KPI’s and actively participate in the continuous improvement of the service desk.
The ideal candidate has the following attributes:
- Customer focus;
- Excellent communication skills;
- Excellent IT skills;
- Willingness to attend regular trainings and stay up-to-date on new technologies;
- Willingness to work shifts, nights and weekends (weekly & monthly rotations);
- Professional proficiency in English (spoken & written) is mandatory; additional spoken languages are an added value;
- Good interpersonal skills with the capacity to work in a fast-paced environment;
- Passion for excellence;
- Problem resolution capabilities and open-mindedness toward creative solutions;
- Good knowledge of MS Office 365 suites and related applications.
For more information please contact Zach TRAER by phone on +352 26 29 45 24.
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